Service Delivery Manager

Pre-requisition

• Bachelor Degree in Computer Science, Computer Engineering or related discipline
• >8 years work experience in IT service delivery with min 3 years in cloud operations
• Able to demonstrate strong leadership, excellent communication, and strong analytical skills to attend to detail.
• Experience in managing enterprise clients and cross-functional teams.

Job Description:

Leadership & Strategy

• Act as the Service Director's delegate when required, overseeing team priorities and strategic initiatives.
• Drive cloud and service adoption strategies, aligning with business goals and customer needs.
• Lead post-delivery operations including contract renewals, asset tracking, and maintenance reporting.

Cloud Service Delivery & Operations

• Responsible for the delivery and operations of Broadcom VMware Private Cloud services, ensuring SLA compliance and system reliability.
• Manage escalations and Severity 1 incidents, coordinating with internal teams and communicating with customers and stakeholders.
• Monitor cloud infrastructure performance and proactively identify areas for optimization and automation.

Customer & Stakeholder Engagement

• Serve as the primary escalation point for service issues and customer complaints.
• Ensure transparent communication with customers throughout the escalation and resolution process.
• Present monthly SLA summaries and service performance reports to clients.

Process Excellence & ITIL Adoption

• Champion ITIL processes (Incident, Problem, Change) and guide the operations team in adoption and compliance.
• Identify and implement process improvements and tool enhancements to support service delivery.
• Facilitate Service Improvement Plans and ensure continuous service enhancement.

Reporting & Governance

• Prepare and present performance reports, improvement plans, and compliance metrics.
• Oversee vendor management and ensure adherence to contractual obligations.
• Collaborate with Infrastructure, Engineering, and Application teams to align service delivery with business needs.

Availability & Support

• Provide on-call support for critical systems and networks.
• Maintain disaster recovery readiness and ensure security and compliance across cloud environments (as required)